Service Desk Transition - PM
Location
Bangalore | India
Job description
Service Desk Transition - PM
Position Description
Service Desk Transition - PM
Job Title
Service Desk Transition - PM
Job Overview
IT Service desk transition – Project Manager
Manages and co-ordinates the IT Service Desk transition from incumbent to new provider in co-operation with the new provider Project Manager and project team.
The detailed tasks and deliverables of the project manager cover Client’s own activities and Client’s obligations as part of the transformation project that is contracted with the respective Provider and are listed below:
• Understanding of overall functionality of frontline and remote support.
• Experience in handling complex projects with interlinking dependencies.
• Key player, quick learner with a proven record of understanding and delivering to the need of hour.
• Experienced in manging projects for next gen tools like Nexthink, LogmeIn, Avaya and CTI integrations.
• Understanding of delivery models for service operations and also the interlinks.
• Understanding of SLA, KPI’S and reporting structure and experienced in handling such projects.
• Good understanding of ServiceNow operation workspace, AWA, and should have handled projects managing service changes, onboarding and support queue management.
• Capability to gather valuable outcomes from complex data structures and finding the dependencies.
• Problem solver and understanding of experience level agreement, knowledge flows, operational and experiential metrics.
• Understanding of multi-channel advance support structure and its delivery requirements.
• Prepare or support the preparation of Client owned project milestone deliverables like LCAP (Legal Compliance Assessment Profile), Architecture Compliance Evaluation (EN100), Workers Council documentation (if applicable), Business Risk assessment, Business Owners Acceptance, Internal Control assessment, User Acceptance Tests, etc. as per the deliverables list (MA150) of Client’s Project Management Methodology (PMM).
• Manage and support the Provider’s project manager with the timely delivery of the Provider’s deliverables in good quality for each of the project milestones; this includes planning the Client activities in the project and ensuring these activities are correctly reflected in the project plan
• Support and ensures incumbent transition activities like: Knowledge transfer, playback events etc.
• Support – where applicable – the Provider’s project resources with
o data gathering
o organization of workshops including the participation in these workshops of the appropriate Client resources
o review and manage the approval of designs, test plans and test acceptance criteria
o provisioning of licenses
o communication content and communication plan
o training content and training plan
o the build of services including any changes needed in the network
o the pilot(s)
o the deployment
o the hand-over to service delivery
o the setup of the service management and reporting using the agreed tools including Client tools
o getting timely and sufficient access to the appropriate Client resources to execute the project
o the preparation of any other project deliverables as per Client’s PMM
• Manage the Client dependencies in the project and support with the management of the intra-program and intra-project dependencies
• Manage the Client risks in the project, which includes the definition and/or management and/or execution/implementation of the relevant risk mitigation actions.
Your future duties and responsibilities
Required qualifications to be successful in this role
Insights you can act on While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.
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